[adarioble]

NPS originally came from car manufactures and industries that produce products that are easy comparable, I.e. how happy are you with the car? Would you recommend BMW to friends?

I don’t think it’s that great for software, but it’s very trendy. It can be gamed, like anything else, usually by sending NPS surveys to decision makers who aren’t usually the actual users.

Slightly better metric is Customer Effort Score (CEF) which shows how easy is to do business with a company.